Front Desk Manager

Job Responsibilities

Manage Day to Day Operations
. Assist Front Office Manager to carry out all business operational activities
. Resolve issues pertaining to guest's negative feedback and manages the complaint efficiently
. Conduct daily pre-shift
. Disseminate with clarity of all existing and new promotional packages.
. Collaborate closely with internal team and relevant departments to ensure seamless guest's experience.
. As and when necessary, support Front Desk with check in, check out and cashiering transactions.
. Manage Front Office operations according to organizational operating procedures, policies, and service standards.
. Assist the execution of enhancement projects and new processes and follow-through with detailed evaluation.
. Review manpower allocation for front office operations.
. Identify and resolve deviations and irregularities related to front office operations.
. Conduct regular audits and inspections with detailed report to relevant department.

Lead Service and Operational Excellence
. Conduct service audit to ensure Service Quality Standards are met.
. Innovate new ideas to enhance guest experience and revenue generation.
. Manage guest experience consistently according to MBS service standards, brand attributes and compliance.
. Be directly involved in any service enhancement or review of service measurement index such as Net Promoter Score (NPS), this includes the action plan and follow through to improve the score.
. Respond, resolve, and review guest comments, requests, and complaints in a timely and professional manner.

Manage Operational Risks
. Implement Marina Bay Sands Workplace Safety and Health Policy practices
. Ensure that all TMs are complying to all MBS policies and guidelines.
. Report any work incidents may include vandalism, fight, fire, abuse, accidents, etc.
. Monitor activities in both front and back of the house report any suspicious characters, items and/or activities to Security Department.
. Manage emergency situations.

Achieve Employee Engagement
. Be a Mentor to guide TM on their career and personal goals
. Establish learning and development plans and opportunities to enhance staff work performance.
. Ensure that all team members including self are well groomed as per company standard.
. Hold regular meetings to communicate departmental updates and review of operational standards
. Create a pleasant working environment that inspires the team and cultivate OneMBS culture.
. Review TMs performance and provide constructive feedback to achieve organizational goals.

Manage Documentation, Financial and report management
. Attend scheduled departmental meetings as required.
. Prepare scheduled reports as stipulated by management.
. Review systems and processes for workflow and productivity improvement.
. Contribute ideas and cooperate in the execution of on-going initiatives
. Implement sustainability programmes to drive organisational green initiatives.
. Perform any other duties and responsibilities as and when assigned by Management

Job Requirements

Education & Certification
. Diploma/Degree in hospitality or related field preferred

Experience
. Minimum 3-year experience in the same capacity

Other Prerequisites
. Strong leadership skills and ability to operate and successfully arbitrate in a complex international, multicultural environment
. Willing to work various shifts, including mornings, afternoons, and overnight, as well as on public holidays
. Proficient in the use of Property Management System and Microsoft Office applications
. Experience in preparing presentation materials
. Highly articulate of English, and any additional language is an advantage
. Outstanding guest relation and problem-solving skills
. Excellent, planning, execution, time management, organizational, communication and motivational skills
. Pays attention to details and have strong customer service skills
. Mature, meticulous, resourceful, organized, and able to work independently
. A team player and takes initiative to assist other Team Members when required
. Have impeccable follow-through and Can Do attitude and mindset